Service update

Our office reception at Blackhorse Road in Letchworth has been closed during recent weeks while many colleagues worked from home. Following the government announcement on 19 January 2022 that guidance to work from home has come to an end and we expect to re-open reception to residents shortly. We will continue to update our website with the latest information, please check this before visiting us. You can still contact us by phone and email.

Some of our colleagues have been affected by Covid, which causes delays with services, in particular completing repairs and answering calls to our customer service centre. We know this can be frustrating, but we ask you to bear with us until the numbers of infections begin to reduce.

When we visit you

If you’re self-isolating, please let us know, so we can reschedule any appointments for you if needed and discuss how best you’d like us to communicate with you.

Investing in homes

Our planned improvement works, such as windows, kitchens and bathroom installations are still going ahead. These works are carried out for us by contractors, who are also seeing a rise in cases within their workforce. This has not prevented us from doing any work yet and we will make sure all customers are kept up to date directly about any works to your homes.


We are working to reduce the time it takes us to complete routine repairs. As part of this, we’re pleased to confirm that we have recruited new colleagues into our trades teams and will continue to grow these teams. In the meantime, we will look at carrying out repairs through our contractors, where that is appropriate to help us continue to improve on the turnaround times for these services.

Decent Homes Standard

In the services update we provided in October, we let you know how we’re working to meet our target of 100% of our homes meeting the Decent Homes Standard by March 2022. We are delighted to say that we’re making good progress – at the time of writing this update, the decent homes figure reported for January is 98.5% and we are on track for 100% of our homes to meet the decent homes standard by the end of March.



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